The System
Development Life Cycle
Steps for successful software development
By Kenneth D. Sheldon
BSA/375 - FUNDAMENTALS OF BUSINESS SYSTEMS
DEVELOPMENT
Instructor: Marc Kulla
Introduction to system development life cycle (SDLC)
Planning and selection
Ana

Communicating Effectively with
Customers of a Support Help Desk
Maxine Robinson
EFFECTIVE COMMUNICATION
Main Objectives:
Identify
and Analyze Customer Issues
Recognize
most common issues related to
customer complaints
Discover
techniques to cultivate a